(2024.2) Escalations / Notifications

The Escalations/Notifications sub-section lets Administrators set protocols through which Users are notified about predefined 'Events'. This functionality is very flexible and allows PCR-360 to monitor operations, automate Workflow, and notify appropriate people when Events occur (or are about to occur). Determine the needed Escalations and Notifications. Once the parameters are identified that a given organization might want additional information on the Escalations and Notifications that can be created, Notifications should be created first, then Escalations.

By establishing a system of Escalations and Notifications, Administrators can ensure, for instance, that all parties to a Workflow receive Notifications when that Workflow is approaching its due date. If a Service Desk item has been left untouched for an extended period of time, supervisors can be notified so action can be taken to address it. There are dozens of triggers, either through action or inaction, in the application that can initialize an Escalation chain.

Escalations and Notifications are executed by Events generated by activity in Service Desk, Inventory, Billing, system internals, etc. Events are generated by various conditions of the data as it changes (or doesn't) over time. For example, if the system receives an email that is registered as an Inquiry, an Event is generated. When the Inquiry is opened by a User for review, that also generates an Event. If the Inquiry is converted to an Incident or Service Order or is Voided, all of those generate their own Event.

In this section, we explain Escalations (the process that is triggered by a defined Event) and build custom Notifications that alert Users that the Event has already completed or will complete soon.